Voice of Customer Manager - UAE National

Job description

Job description

Voice of Customer Manager, Wealth & Personal Banking (UAE National) (0000K78X)

Some careers shine brighter than others.  
If you are looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
We are currently seeking an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:
•    Set up the VoC platform and tool for the Group to capture feedback from store, ecommerce, social media, customer service, etc.
•    Design CX KPIs and metrics to be measured across the group and set the SLAs with the Businesses
•    Analyze CX KPIs (NPS, CSAT, etc.) coming from different sources/systems and the impact on CX KPIs on business and customer KPIs (CLV, Sales, etc.)
•    Analyze the root causes of CX issues along the journey and different steps (store, ecommerce, delivery, etc.)
•    Support closed-loop strategy across our NPS surveys. 
•    Forecast likely improvements due to CX and customer-related initiatives
•    Champion VoC measurement to drive impact and customer-centric decision making
•    Own ROX measurement and be the CX data storyteller in the group, able to build and communicate “the money story” behind CX
•    Analyze CX initiatives implementation and support test & learn through data
•    Continuously look at benchmarks of comparable businesses and best practices for CX analytics and VoC tools
•    Support the feasibility (e.g. business case) of new CX initiatives by analyzing the impact on the business /customer
•    Create and update CX reports and dashboards and promote the adoption within the business
•    Build and run end to end ETL process for CX measurements

Requirements

To be successful in the role, you should meet the following requirements:
Knowledge & Experience
•    Bachelor degree is mandatory to secure UAE visa and work permit
•    Strong experience in insights, CX or other related professions
•    An understanding of the Net Promoter System and management across large organizations.
•    Strong knowledge of the customer service concept and its impact on customer relationships.
•    Proven track record of communicating effectively within the organization and with customer groups.
•    Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
•    Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.
•    Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery.

For further details and application information please visit our careers site, searching under reference number 0000K78X .

You’ll achieve more at HSBC.
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